CN110913085A - Method and device for positioning user requirements - Google Patents
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- H04M3/42—Systems providing special services or facilities to subscribers
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- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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Abstract
The invention discloses a method and a device for positioning user requirements, and relates to the technical field of computers. One embodiment of the method comprises: establishing a network telephone connection with a user terminal, and acquiring a unique identifier of the network telephone connection; generating a customized menu according to the unique identifier of the network telephone connection by using a preset data analysis algorithm; and positioning the requirements of the user according to the menu information selected by the user on the customized menu. According to the embodiment, the network telephone demand of the user is subjected to predictive analysis by means of a preset data analysis algorithm, and the exclusive customized menu of the user is obtained, so that the demand of the user can be positioned, the accuracy of the demand of the user is improved, the communication efficiency between the seat and the user is improved, the user experience is improved, and the communication cost is reduced.
Description
Technical Field
The invention relates to the technical field of computers, in particular to a method and a device for positioning user requirements.
Background
In recent years, with continuous innovation and progress of information technology, users purchase and sell products, provide or receive services, and engage in other business activities, all-round internet networking is becoming common. When the user is engaged in the business activities, the user sends a request to the user service center by media such as telephone, text language, mail or video to solve the encountered problems. Therefore, how to efficiently and accurately locate the user needs and improve the communication efficiency with the user is a considerable problem. The user service center is directly interactive with the user, and the most effective and direct way to acquire the user requirements is also the most direct way.
Currently, there are several methods for locating user needs: firstly, positioning user requirements by adopting a traditional telephone communication mode, namely dialing a service hotline by a user and solving the problem of consultation according to the prompted voice flow; secondly, a multimedia contact communication mode is adopted to position the user requirements, namely, a voice file in a traditional telephone communication mode is converted into text information, and the user can consult through the use of flow at any time as long as a network exists; and thirdly, the requirement of the user is positioned by adopting a communication mode combining the traditional voice communication mode and the multimedia contact mode, namely, the user can hear the voice and see the text menu by combining the two modes.
In the process of implementing the invention, the inventor finds that at least the following problems exist in the prior art: firstly, aiming at the specific requirements of a user, the three methods in the prior art are positioned only by means of voice prompts or text menus, only one direction or classification is needed, and the requirements of the user cannot be accurately positioned; secondly, the traditional telephone communication mode also has the defects of long interaction time, high communication cost and high requirement on communication environment; thirdly, the multimedia communication mode has the defect of long positioning requirement time; and fourthly, a communication mode combining the traditional voice call and the multimedia contact mode is adopted, so that the defects of high implementation cost and high difficulty are overcome.
Disclosure of Invention
In view of this, embodiments of the present invention provide a method and an apparatus for locating a user requirement, which can improve accuracy of locating the user requirement, improve communication efficiency between an agent and a user, improve user experience, and reduce communication cost.
To achieve the above object, according to an aspect of an embodiment of the present invention, a method for locating a user requirement is provided.
The method for positioning the user requirement comprises the following steps: establishing a network telephone connection with a user terminal, and acquiring a unique identifier of the network telephone connection; generating a customized menu according to the unique identifier of the network telephone connection by using a preset data analysis algorithm; and positioning the requirements of the user according to the menu information selected by the user on the customized menu.
Optionally, generating a customized menu according to the unique identifier of the internet phone connection by using a preset data analysis algorithm, where the generating includes: configuring the weight of the data analysis factors by using a preset data analysis algorithm; acquiring data analysis factors of a user according to the unique identifier of the network telephone connection, wherein the data analysis factors comprise at least one of the following options: transaction record information, historical interaction information, historical access information, home information, notifications, and activity information; and generating a customized menu according to the weight of the configured data analysis factors and the data analysis factors of the user.
Optionally, the customizing menu comprises: customizing a voice menu and a text menu; and generating a customized menu according to the configured weight of the data analysis factors and the data analysis factors of the user, wherein the customized menu comprises the following steps:
predicting the network telephone connection according to the weight and the data analysis factors of the user; and according to the prediction result, adjusting the playing flow of the existing voice menu and the display sequence of the existing text menu to generate the customized voice menu and the customized text menu.
Optionally, after generating the customized menu, the method further comprises: and sending the customized voice menu and the customized text menu to the user terminal so as to meet the requirement that the user terminal plays the customized voice menu through a voice synthesis technology, and the user terminal displays the customized text menu on a display interface.
Optionally, the positioning the requirement of the user according to the menu information selected by the user on the customized menu includes: providing an autonomous query entry or a manual query entry for a user according to the menu information; acquiring skills matched with the internet phone connection according to the operation information of the user under the condition that a manual query entrance is provided for the user; judging whether an idle seat exists in seats corresponding to the skill, and if so, directly distributing the idle seat to the user; and if not, waiting in the skill queue, and sending the waiting state information to the user terminal.
Optionally, sending the waiting status information to the user terminal includes: sending the waiting music to the user terminal to enable the user terminal to play the waiting music; and sending the waiting number and the estimated waiting time to the user terminal, so that the user terminal displays the waiting number and the estimated waiting time on a display interface.
To achieve the above object, according to still another aspect of the embodiments of the present invention, there is provided an apparatus for locating a user requirement.
The device for positioning the user requirement of the embodiment of the invention comprises: the system comprises an establishing unit, a receiving unit and a processing unit, wherein the establishing unit is used for establishing the internet phone connection with a user terminal and acquiring the unique identifier of the internet phone connection; the generating unit is used for generating a customized menu according to the unique identifier of the network telephone connection by using a preset data analysis algorithm; and the positioning unit is used for positioning the requirements of the user according to the menu information selected by the user on the customized menu.
Optionally, the generating unit is further configured to: configuring the weight of the data analysis factors by using a preset data analysis algorithm; acquiring data analysis factors of a user according to the unique identifier of the network telephone connection, wherein the data analysis factors comprise at least one of the following options: transaction record information, historical interaction information, historical access information, home information, notifications, and activity information; and generating a customized menu according to the weight of the configured data analysis factors and the data analysis factors of the user.
Optionally, the customizing menu comprises: customizing a voice menu and a text menu; and the generating unit is further configured to: predicting the network telephone connection according to the weight and the data analysis factors of the user; and according to the prediction result, adjusting the playing flow of the existing voice menu and the display sequence of the existing text menu to generate the customized voice menu and the customized text menu.
Optionally, the generating unit is further configured to: and sending the customized voice menu and the customized text menu to the user terminal so as to meet the requirement that the user terminal plays the customized voice menu through a voice synthesis technology, and the user terminal displays the customized text menu on a display interface.
Optionally, the positioning unit is further configured to: providing an autonomous query entry or a manual query entry for a user according to the menu information; acquiring skills matched with the internet phone connection according to the operation information of the user under the condition that a manual query entrance is provided for the user; judging whether an idle seat exists in seats corresponding to the skill, and if so, directly distributing the idle seat to the user; and if not, waiting in the skill queue, and sending the waiting state information to the user terminal.
Optionally, the positioning unit is further configured to: sending the waiting music to the user terminal to enable the user terminal to play the waiting music; and sending the waiting number and the estimated waiting time to the user terminal, so that the user terminal displays the waiting number and the estimated waiting time on a display interface.
To achieve the above object, according to still another aspect of embodiments of the present invention, there is provided an electronic apparatus.
An electronic device of an embodiment of the present invention includes: one or more processors; the storage device is used for storing one or more programs, and when the one or more programs are executed by one or more processors, the one or more processors implement the method for positioning the user requirement of the embodiment of the invention.
To achieve the above object, according to still another aspect of an embodiment of the present invention, there is provided a computer-readable medium.
A computer-readable medium of an embodiment of the present invention stores thereon a computer program, and the computer program, when executed by a processor, implements the method for locating a user requirement of an embodiment of the present invention.
One embodiment of the above invention has the following advantages or benefits: by means of a preset data analysis algorithm, the network telephone requirement of the user is subjected to predictive analysis, and a special customized menu of the user is obtained, so that the requirement of the user can be positioned, the accuracy of positioning the requirement of the user is improved, the communication efficiency between a seat and the user is improved, the user experience is improved, and the communication cost is reduced; when the network telephone connection with the user is established, the embodiment of the invention collects the data analysis information of the user, then analyzes the user by means of the preset data analysis algorithm, and dynamically generates the exclusive customized menu of the user, thereby accurately positioning the requirement of the user and obtaining the content to be consulted in a short time; in the embodiment of the invention, the exclusive customized voice menu and the exclusive customized text menu are generated by performing predictive analysis on the network telephone connection of the user, so that operators such as mobile operators, internet operators and the like can be avoided, the voice menu and the text menu are synchronized by adopting the network telephone technology, and the implementation difficulty is reduced; when the manual query entrance is provided for the user, the content to be consulted by the internet protocol telephone connection is positioned according to the operation information of the internet protocol telephone connection of the user, so that the skill requirement of the user can be estimated, and the matched skill seat is recommended for the user, so that the requirement can be accurately positioned in a short time, the consultation waiting time of the user is reduced, and the user experience is enhanced; in the embodiment of the invention, the estimated waiting time of the user and the user amount in waiting are sent to the user, so that the user can judge whether to continue consulting according to the actual situation.
Further effects of the above-mentioned non-conventional alternatives will be described below in connection with the embodiments.
Drawings
The drawings are included to provide a better understanding of the invention and are not to be construed as unduly limiting the invention. Wherein:
FIG. 1 is a schematic diagram of the main steps of a method of locating user needs according to an embodiment of the present invention;
FIG. 2 is a schematic diagram of a system architecture for implementing the method for locating user requirements of the present invention;
FIG. 3 is a diagram illustrating a main flow of a method for locating a user's desire according to a referential embodiment of the present invention;
FIG. 4 is a schematic diagram of the main modules of an apparatus for locating user needs in accordance with an embodiment of the present invention;
FIG. 5 is an exemplary system architecture diagram in which embodiments of the present invention may be employed;
fig. 6 is a schematic block diagram of a computer system suitable for use in implementing a terminal device or server of an embodiment of the invention.
Detailed Description
Exemplary embodiments of the present invention are described below with reference to the accompanying drawings, in which various details of embodiments of the invention are included to assist understanding, and which are to be considered as merely exemplary. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.
Fig. 1 is a schematic diagram of the main steps of a method for locating user requirements according to an embodiment of the present invention. As an embodiment of the present invention, as shown in fig. 1, the main steps of the method for locating a user requirement of the embodiment of the present invention may include:
step S101: and establishing the network telephone connection with the user terminal and acquiring the unique identifier of the network telephone connection. In the present invention, the user terminal may be a terminal operated by a user, and the user terminal is installed with an integrated network telephone SDK (software development Kit, which is generally a collection of development tools used by some software engineers when establishing application software for a specific software package, a software framework, a hardware platform, an operating system, and the like), so that the user terminal has a function of using a network telephone (i.e., directly dialing a fixed telephone and a mobile phone of an opposite party through the internet). When a user purchases goods or encounters a problem on a certain platform (the platform can be a certain shopping platform or a platform providing other business activities, but not limited to this), the user can dial a network telephone to the user service center by clicking a customer service contact button or other forms of the platform, and then the user service center accesses the telephone dialed by the user, so that a network telephone connection between the user and the user service center can be established, and the unique identifier of the network telephone connection can be a network telephone number. The method has the advantages that a communication mode combining the traditional voice call and the multimedia contact mode is adopted in the prior art, if a hot line number is dialed to enter a service flow, the method inevitably depends on mobile and Unicom operator services, and if synchronous service of characters and voice is realized, the support of the operator is inevitably needed, so that the realization cost and difficulty are increased.
Step S102: and generating a customized menu according to the unique identifier of the network telephone connection by using a preset data analysis algorithm. When the network telephone is accessed, the unique identification of the network telephone connection is acquired, the information of the incoming call user is collected according to the acquired unique identification, the network telephone connection is analyzed and predicted by using a preset data analysis algorithm, and the like, so that a special customized menu of the user can be generated.
As a reference embodiment of the present invention, a specific generation process of the customized menu of the user may include: configuring the weight of the data analysis factors by using a preset data analysis algorithm; acquiring a data analysis factor of the user according to the unique identifier of the network telephone connection, wherein the data analysis factor can comprise at least one of the following options: transaction record information, historical interaction information, historical access information, home information, notifications, and activity information; and generating a customized menu of the user according to the configured weight of the data analysis factor and the data analysis factor of the user.
After the network telephone of the user calls in to the user service center, the data analysis factors of the network telephone connection are collected according to the unique identification of the network telephone connection, such as the network calling number. The transaction record information is used as a factor of data analysis, and specifically, the associated platform is obtained according to the unique identifier of the internet phone connection, then it is confirmed whether the user has a transaction in the platform in a first preset period (which may be set according to actual conditions, but is not limited to this), and if so, the state information of the transaction is obtained. If the order of the transaction is in a state of just placing the order and not delivering the order, analyzing the state that the user may consult the order, such as whether the order is delivered and specific delivery time, and the like, an order state query entry can be preferentially provided in the customization menu; if the order of the transaction is in the state of placing an order and delivering a goods, analyzing the logistics information that the user may consult the order, and preferentially providing an order logistics state query entry in the customized menu; if an order for the transaction has been received, the analysis user may consult for return, etc., and a return entry may be provided in the customized menu.
The historical interaction information is used as another factor of data analysis, and specifically, it may be determined whether the user establishes a network telephone connection with the service center within a second preset period (which may be set according to an actual situation, but is not limited thereto), that is, it is determined whether the user has made a network telephone call within the second preset period, if so, the user has a higher probability of consulting the same problem, and then the same problem entry may be preferentially provided in the customized menu.
The historical access information is another factor for data analysis, and specifically may be browsing access information, shopping cart information, and the like of a user are queried by using a related platform account, if the frequency of accessing relevant goods of the household appliance by the user is high, a household appliance service entrance may be preferentially provided in the customized menu, and if more fresh goods are browsed, a fresh service entrance may be preferentially provided in the customized menu.
The invention can locate the problem that the incoming call consultation user wants to consult through the collection, arrangement and analysis of the transaction record information, the historical interaction information and the historical access information. The invention carries out positioning according to the personal characteristics of the user, and the information acquired by the method is more accurate than the information acquired by a unified menu. In order to further enhance the user experience, the data analysis factors of the present invention may further include attribution information, notification, and activity information. The information of the home location of the incoming call is obtained through the unique identification connected with the network telephone, and the local weather and current affair news can be inquired and analyzed according to the home location. For example, Shenzhen rainstorm can affect delivery, and if the delivery problem of the user just consulting the order is predicted, a prompt of 'because of Shenzhen weather, the delivery time is increased, and inconvenience is brought to the user' can be preferentially provided in the customized menu, so that the calling user can quickly know the reason and understand the reason, the manual explanation time is reduced, and the communication efficiency is improved. Besides weather messages, the system can also comprise messages of current affair policies affecting platform transactions, messages aiming at platform activities in partial areas and the like, and the requirements of incoming call users are efficiently and accurately positioned by combining multiple factors, so that the communication efficiency of the platform and the clients is improved, and the requirements of the clients are met.
Similarly, the invention can also carry out reverse reasoning according to the result of data prediction analysis to position whether the platform has problems in operation. For example, if the consultation payment traffic is increased in a short period, the operator can be contacted to confirm whether the payment interface has problems, so that the problems can be found in advance, and the faults can be reduced.
The specific process of generating the customized menu further comprises the following steps: and configuring the weight of the data analysis factors by using a preset data analysis algorithm. This can be interpreted as: the occupation ratio of each data analysis factor is set according to actual conditions, that is, the weight of each factor is determined based on what effect and priority are desired to be achieved. The higher the weight of a certain data analysis factor, the more forward the entry in the customized menu corresponding to the data analysis factor.
The customized menu of the embodiment of the invention can comprise a customized voice menu and a customized text menu. Accordingly, generating the customized menu according to the configured weight of the data analysis factor and the data analysis factor of the user may include: predicting the network telephone connection according to the weight and the data analysis factors of the user; and according to the prediction result, adjusting the playing flow of the existing voice menu and the display sequence of the existing text menu to generate a customized voice menu and a customized text menu. The existing voice menu can be a voice interaction process provided by a service center in a traditional telephone communication mode; the existing text menu may be a text display menu provided by a service center in an existing multimedia communication mode. Of course, in the present invention, the existing voice menu/the existing text menu may also be a customized voice interaction process/a customized text display menu, which is not limited in the present invention.
In the invention, after the customized menu of the user is generated according to the data analysis factors of the user, the customized voice menu and the customized text menu are sent to the user terminal, so that the user terminal can play the customized voice menu through a voice synthesis technology and can also display the customized text menu on a display interface. Where the Speech synthesis technology may be TTS technology, the abbreviation of TextTo Speech, i.e. "text to Speech", is part of a human-machine dialog, enabling a machine to speak. For example: the menu generated after data analysis is a string of characters "hello", so if the mobile phone plays the character, a TTS technology is adopted, and the technology can enable the mobile phone to play voice according to the input text content.
Step S103: and positioning the requirements of the user according to the menu information selected by the user on the customized menu. After the customized menu of the user is generated in step S102, the user may listen to the voice playing process of the customized menu, and at the same time, may see the complete customized menu on the display interface of the user terminal, and then the user may select the menu information by pressing a key or selecting a text link. The invention can position the requirement of the user according to the specific menu information selected by the user.
As another reference embodiment of the present invention, the above step locates the requirement of the user according to the menu information selected by the user on the customized menu, and specifically includes: providing an autonomous query entry or a manual query entry for a user according to the menu information; acquiring skills matched with the internet phone connection according to the operation information of the user under the condition of providing a manual query entrance for the user; judging whether an idle seat exists in seats corresponding to the skill, and if so, directly distributing the idle seat to the user; and if not, waiting in the skill queue and sending the waiting state information to the user.
The customized menu is provided with an autonomous query entry and a manual query entry, and if the menu information selected by the user corresponds to the autonomous query entry, the method and the system can provide the autonomous query entry for the user, so that the user can finish the consultation by an autonomous means. If the menu information selected by the user corresponds to the manual query entry, the invention can determine the skill matched with the network telephone connection according to the operation information of the user in the network telephone connection, namely, the invention predicts the reason for the user to dial the network telephone at this time, for example, the wine problem is pressed 1, the clothing problem is pressed 2, the user is pressed 1, the operation information of the user is recorded, the user wants to consult the wine, and the network telephone of the user is transferred to a seat familiar with or specially serving the wine problem. And then, acquiring the seats corresponding to the matched skills, and judging whether idle seats exist in the seats, for example, judging whether idle seats exist in the seats for serving the drinking water problem, if so, directly switching the network telephone of the user to the idle seats, and if not, placing the network telephone connection in a queue for queuing.
In the present invention, the waiting status information is sent to the user terminal while the user queues up, and as another reference embodiment of the present invention, a specific process of sending the waiting status information to the user terminal may include: sending the waiting music to the user terminal to enable the user terminal to play the waiting music; and sending the waiting number and the estimated waiting time to the user terminal, so that the user terminal displays the waiting number and the estimated waiting time on a display interface. When the user waits, the user can hear the played waiting music, and the number of waiting people and the predicted time are displayed on the display interface in real time, so that the user can know the current conversation state conveniently.
The invention provides a communication mode which is different from the traditional telephone by accessing the user to the service center through the network telephone. Through data analysis and CTI technology (developed from the traditional Computer telephony integration technology, and originally intended to apply Computer technology to a telephone system, signaling information in a telephone can be automatically identified and processed, and a predetermined recording file, a call forwarding and the like can be transmitted to a user by establishing a relevant telephone channel connection), the requirements of the user can be efficiently and accurately located, and an agent with skills meeting the requirements of the user is specified to provide services for the user. FIG. 2 is a schematic diagram of a system architecture for implementing the method for locating a user requirement according to the present invention. As shown in fig. 2, the system architecture includes: APP (Application) client, SBC (Session Border Controller), CTI-autonomous system, CRM (Customer Relationship Management) agent, and other systems.
The APP client is a user terminal in the above, such as an intelligent terminal like a mobile phone, and the APP client is provided with an SDK capable of dialing a network phone, where the SDK capable of dialing the network phone is embedded into a specific APP, or may be an independent APP capable of dialing the network phone. The SBC module mainly hides the specific architecture of the contact center from the outside, and plays a role in security, and specifically, it can be understood that the SBC is equivalent to a screen, and can shield the architecture of the autonomous CTI system (the specific architecture of the contact center). When the SBC exists, if the SBC is attacked maliciously, the outside only knows the address of the SBC, so that the bad attack result is that the SBC is down. If no SBC exists, the outside can be directly connected to the autonomous CTI system in fig. 2, and the system deployment architecture can be inferred by analyzing signaling (control information), so that the architecture is exposed, and a great potential safety hazard exists. The voice over internet protocol communication in the present invention is interactive via session initiation protocol, and the network-based telephony communication is achieved by means of signaling (i.e. any actual application information transfer between communication devices is always accompanied by the transfer of control information, which works according to a given communication protocol, and which securely, reliably and efficiently transfers application information, called protocol control information in computer networks and signaling in telecommunications networks, to a destination) and media streams (which can be understood as the transmission of audio and video). The CRM agent can be a customer service person using a network terminal, and can process problems and record the process of processing the problems. Other systems mainly relate to an order system, an after-sales system, a news information center and the like, are used for providing some transaction information, important news and policies of incoming users on the platform, serve as a factor of data analysis, and are used for accurately positioning the requirements of consulting users.
The autonomous CTI system in fig. 2 can be understood as a service center, i.e. a customer service telephone system. Telephone traffic accessed through a network or operator access such as mobile and telecommunication can be analyzed and routed in the system, and if manual switching is needed, the telephone traffic can be switched to an agent on a specific skill set according to the requirements of users, so that targeted distribution is realized, and the problem can be solved quickly. The system comprises the following modules:
(1) the data analysis module is an innovative part of the invention, collects, analyzes and predicts the information of the incoming call user while accessing the telephone traffic, adjusts the prior voice playing flow and the display sequence of the text menu according to the prediction result, dynamically generates the exclusive menu flow of the user, can accurately position the requirement of the user, and ensures that the user obtains the content which the user wants to consult in the shortest time;
(2) the IVR module is responsible for managing Voice and text menus, and intelligently adjusts the analysis result of the data analysis module to generate a new Interactive Voice flow, wherein the IVR is an abbreviation of Interactive Voice Response, a user can enter the service center by only using a telephone, can listen to a mobile phone entertainment product according to an operation prompt, and can play related information according to the content input by the user;
(3) the PBX module is one of Private Branch Exchange switches, incoming call services are matched through the PBX module, corresponding skill seats can be matched for users according to different operation information of the users, for example, a hotline service number 1234 of a company logistics is dialed, or you dial a hotline number 1123 of a company logistics is dialed, the hotline dialing requests are sent to the PBX module in a unified mode, the PBX module matches different service flows according to different hotline numbers, for example, the company logistics of the company A is good for your service, and the other company logistics of the company B is good for your service;
(4) a CFG module, namely a Configuration Center module, which mainly provides the Configuration of the data such as the rule of voice flow generation, basic dialect, seat number, factor of data prediction analysis and the like;
(5) the DC module, namely, a Develop Call module, is used for storing the telephone traffic information and providing functions such as incoming Call information inquiry and the like;
(6) the MSG module, namely a Message Center module, is responsible for carrying on the Message interaction with customer end, seat, in order to realize the voice menu and word menu uses at the same time, adopt the network telephone can reduce the difficulty of realizing by avoiding the operator such as moving, UNICOM, etc., interact with MSG of the system directly through HTTP request of the hypertext transfer protocol, realize the synchronism of voice and word, it is necessary to pay attention to MSG module and customer end carry on the Message interaction and involve the gateway protection too, avoid exposing CTI system architecture directly;
(7) the CTI routing module is mainly responsible for manual telephone traffic queuing and distribution, and can inform users of waiting and conversation states in time according to a queuing state and an agent state, so that the effect which cannot be realized by a traditional telephone is realized.
Fig. 3 is a schematic diagram of a main flow of a method for locating a user requirement according to a referential embodiment of the present invention. As shown in fig. 3, the main process of the method for locating a user requirement according to the embodiment of the present invention may include:
step S301: accessing a network telephone call dialed by a user and acquiring a network telephone number, wherein in the embodiment, the unique identifier of the network telephone is taken as the network telephone number for elaboration;
step S302: acquiring data analysis factors of a user according to the network telephone number, wherein the data analysis factors comprise at least one of the following options: transaction record information, historical interaction information, historical access information, home information, notifications, and activity information;
step S303: setting the proportion of each data analysis factor by using a preset data analysis algorithm, wherein the execution sequence of the step can be adjusted according to the actual situation, and the proportion of the data analysis factors is ensured to be set before the step S304;
step S304: analyzing and predicting the reason for dialing the network telephone by the user according to the set proportion and the acquired data analysis factors of the user;
step S305: according to the analysis and prediction result, adjusting the playing flow of the existing voice menu and the display sequence of the existing text menu to generate a customized voice menu and a customized text menu of the user;
step S306: the customized voice menu and the customized text menu are sent to the user terminal, so that the user terminal can play the customized voice menu through a voice synthesis technology user, meanwhile, the user terminal can display the customized text menu on a display interface, and the user can execute key pressing or click a text link operation according to actual requirements;
step S307: receiving operation information of a user for pressing a key or clicking a text link;
step S308: judging whether the entry jumped according to the operation information is an autonomous query entry, if so, executing a step S309, otherwise, executing a step S310;
step S309: providing an autonomous query entry for a user;
step S310: predicting the skill required for answering the network telephone call of the user according to the operation information of the user;
step S311: judging whether an idle seat exists in seats corresponding to the skill, if so, executing a step S312, otherwise, executing a step S313;
step S312: directly distributing an idle seat corresponding to the skill for the network telephone call of the user;
step S313: the network telephone call of the user is put into the queue of the skill to be queued for waiting, and the waiting music, the waiting quantity and the estimated waiting time are returned to the user terminal, so that the user terminal can play the waiting music and can also display the waiting quantity and the estimated waiting time information on a display interface, and the user can conveniently know the current state. In the invention, the display interface of the user terminal can display the number of waiting users and the estimated waiting time in real time until an idle seat exists, and the idle seat is allocated to the user.
According to the technical scheme for positioning the user requirements, the network telephone requirements of the user are subjected to predictive analysis by means of a preset data analysis algorithm, and a special customized menu of the user is obtained, so that the requirements of the user can be positioned, the accuracy of positioning the user requirements is improved, the communication efficiency between a seat and the user is improved, the user experience is improved, and the communication cost is reduced; when the network telephone connection with the user is established, the embodiment of the invention collects the data analysis information of the user, then analyzes the user by means of the preset data analysis algorithm, and dynamically generates the exclusive customized menu of the user, thereby accurately positioning the requirement of the user and obtaining the content to be consulted in a short time; in the embodiment of the invention, the exclusive customized voice menu and the exclusive customized text menu are generated by performing predictive analysis on the network telephone connection of the user, so that operators such as mobile operators, internet operators and the like can be avoided, the voice menu and the text menu are synchronized by adopting the network telephone technology, and the implementation difficulty is reduced; when the manual query entrance is provided for the user, the content to be consulted by the internet protocol telephone connection is positioned according to the operation information of the internet protocol telephone connection of the user, so that the skill requirement of the user can be estimated, and the matched skill seat is recommended for the user, so that the requirement can be accurately positioned in a short time, the consultation waiting time of the user is reduced, and the user experience is enhanced; in the embodiment of the invention, the estimated waiting time of the user and the user amount in waiting are sent to the user, so that the user can judge whether to continue consulting according to the actual situation.
Fig. 4 is a schematic diagram of main modules of an apparatus for locating a user's desire according to an embodiment of the present invention. As shown in fig. 4, the apparatus 400 for locating a user requirement according to the embodiment of the present invention mainly includes the following modules: a creating unit 401, a generating unit 402 and a positioning unit 403. Wherein,
the establishing unit 401 may be configured to establish a network telephone connection with a user terminal and obtain a unique identifier of the network telephone connection;
the generating unit 402 may be configured to generate a customized menu according to the unique identifier of the internet phone connection by using a preset data analysis algorithm;
the positioning unit 403 may be used to position the user's requirements according to the menu information selected by the user on the customized menu.
In this embodiment of the present invention, the generating unit 402 may further be configured to: configuring the weight of the data analysis factors by using a preset data analysis algorithm; acquiring a data analysis factor of the user according to the unique identifier of the network telephone connection, wherein the data analysis factor can comprise at least one of the following options: transaction record information, historical interaction information, historical access information, home information, notifications, and activity information; and generating a customized menu according to the weight of the configured data analysis factors and the data analysis factors of the user.
In the embodiment of the present invention, the customizing the menu may include: customizing a voice menu and a text menu; and the generating unit 402 is further operable to:
predicting the network telephone connection according to the weight and the data analysis factors of the user; and according to the prediction result, adjusting the playing flow of the existing voice menu and the display sequence of the existing text menu to generate a customized voice menu and a customized text menu.
In this embodiment of the present invention, the generating unit 402 may further be configured to: and sending the customized voice menu and the customized text menu to the user terminal so as to meet the requirements that the user terminal plays the customized voice menu through a voice synthesis technology and displays the customized text menu on a display interface.
In this embodiment of the present invention, the customizing unit 403 may further be configured to: providing an autonomous query entry or a manual query entry for a user according to the menu information; acquiring skills matched with the internet phone connection according to the operation information of the user under the condition of providing a manual query entrance for the user; judging whether an idle seat exists in seats corresponding to the skill; if yes, directly distributing the free seats to the users; if not, waiting in the skill queue and sending the waiting state information to the user terminal.
In this embodiment of the present invention, the customizing unit 403 may further be configured to: sending the waiting music to the user terminal to enable the user terminal to play the waiting music; and sending the waiting number and the estimated waiting time to the user terminal, so that the user terminal displays the waiting number and the estimated waiting time on a display interface.
As can be seen from the above description, with the help of a preset data analysis algorithm, the demand of the user on the internet phone at this time is subjected to predictive analysis, and an exclusive customized menu of the user is obtained, so that the demand of the user can be located, the accuracy of locating the demand of the user is improved, the communication efficiency between the seat and the user is improved, the user experience is improved, and the communication cost is reduced; when the network telephone connection with the user is established, the embodiment of the invention collects the data analysis information of the user, then analyzes the user by means of the preset data analysis algorithm, and dynamically generates the exclusive customized menu of the user, thereby accurately positioning the requirement of the user and obtaining the content to be consulted in a short time; in the embodiment of the invention, the exclusive customized voice menu and the exclusive customized text menu are generated by performing predictive analysis on the network telephone connection of the user, so that operators such as mobile operators, internet operators and the like can be avoided, the voice menu and the text menu are synchronized by adopting the network telephone technology, and the implementation difficulty is reduced; when the manual query entrance is provided for the user, the content to be consulted by the internet protocol telephone connection is positioned according to the operation information of the internet protocol telephone connection of the user, so that the skill requirement of the user can be estimated, and the matched skill seat is recommended for the user, so that the requirement can be accurately positioned in a short time, the consultation waiting time of the user is reduced, and the user experience is enhanced; in the embodiment of the invention, the estimated waiting time of the user and the user amount in waiting are sent to the user, so that the user can judge whether to continue consulting according to the actual situation.
Fig. 5 illustrates an exemplary system architecture 500 of a method of locating user requirements or an apparatus for locating user requirements to which embodiments of the present invention may be applied.
As shown in fig. 5, the system architecture 500 may include terminal devices 501, 502, 503, a network 504, and a server 505. The network 504 serves to provide a medium for communication links between the terminal devices 501, 502, 503 and the server 505. Network 504 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few.
The user may use the terminal devices 501, 502, 503 to interact with a server 505 over a network 504 to receive or send messages or the like. The terminal devices 501, 502, 503 may have installed thereon various communication client applications, such as shopping-like applications, web browser applications, search-like applications, instant messaging tools, mailbox clients, social platform software, etc. (by way of example only).
The terminal devices 501, 502, 503 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.
The server 505 may be a server providing various services, such as a background management server (for example only) providing support for shopping websites browsed by users using the terminal devices 501, 502, 503. The backend management server may analyze and perform other processing on the received data such as the product information query request, and feed back a processing result (for example, target push information, product information — just an example) to the terminal device.
It should be noted that the method for locating the user requirement provided by the embodiment of the present invention is generally executed by the server 505, and accordingly, the device for locating the user requirement is generally disposed in the server 505.
It should be understood that the number of terminal devices, networks, and servers in fig. 5 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.
Referring now to FIG. 6, a block diagram of a computer system 600 suitable for use with a terminal device implementing an embodiment of the invention is shown. The terminal device shown in fig. 6 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 6, the computer system 600 includes a Central Processing Unit (CPU)601 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM)602 or a program loaded from a storage section 608 into a Random Access Memory (RAM) 603. In the RAM 603, various programs and data necessary for the operation of the system 600 are also stored. The CPU 601, ROM 602, and RAM 603 are connected to each other via a bus 604. An input/output (I/O) interface 605 is also connected to bus 604.
The following components are connected to the I/O interface 605: an input portion 606 including a keyboard, a mouse, and the like; an output portion 607 including a display such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage section 608 including a hard disk and the like; and a communication section 609 including a network interface card such as a LAN card, a modem, or the like. The communication section 609 performs communication processing via a network such as the internet. The driver 610 is also connected to the I/O interface 605 as needed. A removable medium 611 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 610 as necessary, so that a computer program read out therefrom is mounted in the storage section 608 as necessary.
In particular, according to the embodiments of the present disclosure, the processes described above with reference to the flowcharts may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method illustrated in the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 609, and/or installed from the removable medium 611. The computer program performs the above-described functions defined in the system of the present invention when executed by the Central Processing Unit (CPU) 601.
It should be noted that the computer readable medium shown in the present invention can be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present invention, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In the present invention, however, a computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present invention. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The units described in the embodiments of the present invention may be implemented by software or hardware. The described units may also be provided in a processor, and may be described as: a processor includes an establishing unit, a generating unit, and a positioning unit. The names of these units do not in some cases constitute a limitation on the unit itself, and for example, the establishing unit may also be described as a "unit that establishes a voice over internet protocol connection with a user terminal and acquires a unique identification of the voice over internet protocol connection".
As another aspect, the present invention also provides a computer-readable medium that may be contained in the apparatus described in the above embodiments; or may be separate and not incorporated into the device. The computer readable medium carries one or more programs which, when executed by a device, cause the device to comprise: establishing a network telephone connection with a user terminal, and acquiring a unique identifier of the network telephone connection; generating a customized menu according to the unique identifier of the network telephone connection by using a preset data analysis algorithm; and positioning the requirements of the user according to the menu information selected by the user on the customized menu.
According to the technical scheme of the embodiment of the invention, the network telephone demand of the user is subjected to predictive analysis by means of a preset data analysis algorithm, and the exclusive customized menu of the user is obtained, so that the demand of the user can be positioned, the accuracy of positioning the demand of the user is improved, the communication efficiency between a seat and the user is improved, the user experience is improved, and the communication cost is reduced; when the network telephone connection with the user is established, the embodiment of the invention collects the data analysis information of the user, then analyzes the user by means of the preset data analysis algorithm, and dynamically generates the exclusive customized menu of the user, thereby accurately positioning the requirement of the user and obtaining the content to be consulted in a short time; in the embodiment of the invention, the exclusive customized voice menu and the exclusive customized text menu are generated by performing predictive analysis on the network telephone connection of the user, so that operators such as mobile operators, internet operators and the like can be avoided, the voice menu and the text menu are synchronized by adopting the network telephone technology, and the implementation difficulty is reduced; when the manual query entrance is provided for the user, the content to be consulted by the internet protocol telephone connection is positioned according to the operation information of the internet protocol telephone connection of the user, so that the skill requirement of the user can be estimated, and the matched skill seat is recommended for the user, so that the requirement can be accurately positioned in a short time, the consultation waiting time of the user is reduced, and the user experience is enhanced; in the embodiment of the invention, the estimated waiting time of the user and the user amount in waiting are sent to the user, so that the user can judge whether to continue consulting according to the actual situation.
The above-described embodiments should not be construed as limiting the scope of the invention. Those skilled in the art will appreciate that various modifications, combinations, sub-combinations, and substitutions can occur, depending on design requirements and other factors. Any modification, equivalent replacement, and improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (14)
1. A method for locating a user's needs, comprising:
establishing a network telephone connection with a user terminal, and acquiring a unique identifier of the network telephone connection;
generating a customized menu according to the unique identifier of the network telephone connection by using a preset data analysis algorithm;
and positioning the requirements of the user according to the menu information selected by the user on the customized menu.
2. The method of claim 1, wherein generating a customized menu from the unique identifier of the voice over internet protocol connection using a predetermined data analysis algorithm comprises:
configuring the weight of the data analysis factors by using a preset data analysis algorithm;
acquiring data analysis factors of a user according to the unique identifier of the network telephone connection, wherein the data analysis factors comprise at least one of the following options: transaction record information, historical interaction information, historical access information, home information, notifications, and activity information;
and generating a customized menu according to the weight of the configured data analysis factors and the data analysis factors of the user.
3. The method of claim 2, wherein the customization menu comprises: customizing a voice menu and a text menu; and
generating a customized menu according to the configured weight of the data analysis factors and the data analysis factors of the user, wherein the customized menu comprises the following steps:
predicting the network telephone connection according to the weight and the data analysis factors of the user;
and according to the prediction result, adjusting the playing flow of the existing voice menu and the display sequence of the existing text menu to generate the customized voice menu and the customized text menu.
4. The method of claim 3, wherein after generating the customized menu, the method further comprises:
and sending the customized voice menu and the customized text menu to the user terminal so as to meet the requirement that the user terminal plays the customized voice menu through a voice synthesis technology, and the user terminal displays the customized text menu on a display interface.
5. The method of claim 1, wherein locating the user's requirements based on menu information selected by the user on the customized menu comprises:
providing an autonomous query entry or a manual query entry for a user according to the menu information;
acquiring skills matched with the internet phone connection according to the operation information of the user under the condition that a manual query entrance is provided for the user;
judging whether an idle seat exists in seats corresponding to the skill, and if so, directly distributing the idle seat to the user;
and if not, waiting in the skill queue, and sending the waiting state information to the user terminal.
6. The method of claim 5, wherein sending wait state information to the user terminal comprises:
sending the waiting music to the user terminal to enable the user terminal to play the waiting music;
and sending the waiting number and the estimated waiting time to the user terminal, so that the waiting number and the estimated waiting time are displayed on a display interface of the user terminal.
7. An apparatus for locating a user's needs, comprising:
the system comprises an establishing unit, a receiving unit and a processing unit, wherein the establishing unit is used for establishing the internet phone connection with a user terminal and acquiring the unique identifier of the internet phone connection;
the generating unit is used for generating a customized menu according to the unique identifier of the network telephone connection by using a preset data analysis algorithm;
and the positioning unit is used for positioning the requirements of the user according to the menu information selected by the user on the customized menu.
8. The apparatus of claim 7, wherein the generating unit is further configured to:
configuring the weight of the data analysis factors by using a preset data analysis algorithm;
acquiring data analysis factors of a user according to the unique identifier of the network telephone connection, wherein the data analysis factors comprise at least one of the following options: transaction record information, historical interaction information, historical access information, home information, notifications, and activity information;
and generating a customized menu according to the weight of the configured data analysis factors and the data analysis factors of the user.
9. The apparatus of claim 8, wherein the customization menu comprises: customizing a voice menu and a text menu; and the generating unit is further configured to:
predicting the network telephone connection according to the weight and the data analysis factors of the user;
and according to the prediction result, adjusting the playing flow of the existing voice menu and the display sequence of the existing text menu to generate the customized voice menu and the customized text menu.
10. The apparatus of claim 9, wherein the generating unit is further configured to:
and sending the customized voice menu and the customized text menu to the user terminal so as to meet the requirement that the user terminal plays the customized voice menu through a voice synthesis technology, and the user terminal displays the customized text menu on a display interface.
11. The apparatus of claim 7, wherein the positioning unit is further configured to:
providing an autonomous query entry or a manual query entry for a user according to the menu information;
acquiring skills matched with the internet phone connection according to the operation information of the user under the condition that a manual query entrance is provided for the user;
judging whether an idle seat exists in seats corresponding to the skill, and if so, directly distributing the idle seat to the user;
and if not, waiting in the skill queue, and sending the waiting state information to the user terminal.
12. The apparatus of claim 11, wherein the positioning unit is further configured to:
sending the waiting music to the user terminal to enable the user terminal to play the waiting music;
and sending the waiting number and the estimated waiting time to the user terminal, so that the user terminal displays the waiting number and the estimated waiting time on a display interface.
13. An electronic device, comprising:
one or more processors;
a storage device for storing one or more programs,
when executed by the one or more processors, cause the one or more processors to implement the method of any one of claims 1-6.
14. A computer-readable medium, on which a computer program is stored, which, when being executed by a processor, carries out the method according to any one of claims 1-6.
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